TransPerth Passenger Information Service

At TransPerth Information Service, Serco provides transport information to the public and collects customer feedback regarding Perth’s bus, train, and ferry operations. We have operated the TransPerth Passenger Information Service since 1995.

As part of our solution we provide:

•  Administration and management of the walk in Passenger Information Counter Services
• Operation and administration of the Passenger Comment Line, which allows customers to provide feedback on TransPerth’s services. Serco was a key player in this system’s redevelopment, which saw improvements in comment recording and e-mailing to service providers.

Passenger services

Under the core Passenger Information Counter Services activity we also provide:

• SmartRider support — a sophisticated ticketing system introduced in October 2005 and rolled out to different groups in a staged format. The system allows passengers to top up the credit on their SmartRider card, which can be used for travel on buses, ferries and trains.
• Operation of the TransPerth website, responding to emails and, where appropriate, re-directing queries to the right areas.

In addition to providing information to the public and administration support to our client, we also act as agents for the Great Southern Rail Ticketing Counter. 

We have dramatically improved the operation of the call centre with the development of a web-based package allowing operators to view up-to-date non-timetable related data. In turn, the package frees Team Leaders up to focus on other service needs.